Dutch etailer becomes Tealeaf's first European customer outside the UK

London, UK – 16 March 2009 – wehkamp.nl has selected Tea leaf, the leader in online Customer Experience Management (CEM) software, to help identify why its customers encounter website problems that prevent transactions and improve the experience of visitors to www.wehkamp.nl. One of the Netherland's biggest and best-known retailers, wehkamp.nl sells a diverse range of 55,000 products from clothes and household utility items to electronics and furniture.

Tealeaf's expansion into continental Europe comes after continued success in North American and UK markets. In these regions, the company’s customer experience management solutions are delivering rapid ROI via deep visibility into the online channel – successful customer experiences are more critical than ever as this channel becomes an increasingly strategic bright spot within the down economy.

Originally a catalogue-based company, Web transactions overtook offline sales in 2004 and since then, the importance of www.wehkamp.nl has continued to grow, with 85 per cent of revenue now received through the site. wehkamp.nl receives 68 million website visits a year and with this figure set to grow even further over the next year, increasing the number of successful transactions on the site becomes a fundamental business driver. wehkamp.nl hopes that Tealeaf will help drive an immediate improvement in completion rates and optimise the customer experience as the site develops.

Tealeaf’s unique technology captures and records what each and every visitor to the site is seeing and doing. Because Tealeaf undertakes this monitoring in real-time, wehkamp.nl can be alerted to problems and issues as soon as they occur. The powerful dataset gives the etailer's web development team the ability to identify, quantify and resolve errors that are hindering transactions before they affect more customers.

It was this desire to get qualitative insights to understand the 'why' behind customer abandonment that convinced wehkamp.nl's Head of Web, Alexander van Slooten, to select Tealeaf:

“Our analytic package was telling us that several customers were abandoning, especially during our multi-stage checkout process. This was frustrating; something was going wrong but we were not able to identify the problems. Tealeaf will be integral to providing us with the answers to these questions, allowing us to fix issues and improve the experience customers have on the site.

“In addition, as we continue to develop the site, Tealeaf will give us invaluable insight into how we can optimise the customer journey from initial hit to final conversion,” said van Slooten.

Martin Hucker, European Country Manager at Tealeaf, commented: “wehkamp.nl is an incredibly advanced online business. The Web team understands how to design and run a sophisticated retail site that maximises commercial revenues. Tealeaf will equip them with the insight and visibility needed to continue to provide the highest level of service to its online visitors.”

Tealeaf was founded in 1999 and since then has been gradually developing its customer experience suite of products. Tealeaf CX is the fulcrum of the entire suite, capturing and recording what each and every website visitor does and sees. On top of this sits a range of customer behaviour analysis and customer service optimisation modules, aimed at gearing any ebusiness with everything its need to improve customer experiences. The company, with its head office in San Francisco, has over 300 customers worldwide and over 30 in the UK. where it launched in 2006. wehkamp.nl is Tealeaf's first customer in continental Europe.